Chapter 11

Communication in organizations

What are organizations?

The set of interactions that members of purposeful groups use to accomplish their individual and common goals.

What is the function?

The goals and effects of communication.

What is production?

A function of organizational communication in which activity is coordinated toward accomplishing tasks.

What is maintenance?

A function of organizational communication in which the stability of existing systems is preserved.

What is innovation?

A function of organizational communication by means of which systems are changed.

What is structure?

Recurring patterns of interaction among organizational members.

What is downward communication?

In a traditional conduit model of communication, communication with subordinates.

What is upward communication?

In a traditional conduit model of communication, communication with superiors

What is horizontal communication?

In a traditional conduit model of communication, communication with peers.

What is formal structure?

Officially designated channels of communication, reflecting explicit or desired patterns of interaction.

What is informal structure?

Unspoken but understood channels of communication, reflecting patterns that develop spontaneously.

What is assimilation?

The communicative, behavioral, and cognitive processes that influence individuals to join, identify with, become integrated into, and (occasionally) exit an organization.

What is organizational identification?

The stage of assimilation that occurs when an employee’s values overlap with the organization’s values.

What is semantic-information distance?

Describes the gap in information and understanding between supervisors and subordinates on specific issues.

What is upward distortion?

Occurs when subordinates present information to superiors in a more positive light than is warranted.

What is ingratiation?

Behavior and communication designed to increase liking.

What is the general systems theory?

Theory that organizations are a system composed of many subsystems and embedded in larger systems, and that organizations should develop communication strategies that serve both.

What is the new social contract?

Assumes that loyalty is not expected by workers or organizations and that job security is unlikely.

What is an urgent organization?

Companies that try to shorten the time it takes to develop new products and respond to customer demands.

What is quid pro quo?

Requests for sexual favors as a condition of getting or keeping a job or benefit.